The document outlines Tata Consultancy Services' (TCS) comprehensive customer experience solutions utilizing Oracle Service Cloud across various industries, including retail, airlines, manufacturing, telecom, public sector, and higher education. It addresses challenges such as customer service inefficiency, warranty management, and citizen engagement by offering multi-channel, mobile-ready solutions that enhance service effectiveness and brand loyalty. TCS emphasizes the importance of modernizing customer service systems to meet the evolving expectations of digitally savvy customers and streamline operational processes.

1. | Copyright © 2015 Tata Consultancy Services Limited
Industry Specific Solutions with
Oracle Service Cloud
TCS Oracle CRM Practice

2. MODERN CUSTOMER SERVICE
Customer service needs
“Reimagination”to meet
expectations of Digital
Natives
A truly differentiated
customer experience can
lead to a long-term
Competitive Advantage
TCS’domain experts, with
Oracle consultants, help
deliver a winning Customer
Experience

3. OMNI-CHANNEL SERVICE SOLUTION
RETAIL
Limited ability to
assist shoppers
Inadequate
cross-channel
integration
Customers’ low
tolerance for
poor service,
defects
Read More
The shopping cycle—pre-tailing, retailing and post-tailing—
presents retailers with a plethora of challenges

4. Improved service effectiveness
Reduced online switching
Seamless customer connect
throughout the shopping cycle
Assisted online shopping with
cross-channel solutions such as
ATG e-commerce / IBM WCS
Goods Return Management with
seamless information update for
stakeholders
Knowledge repository–based
cross-channel service solution
Solution
Features Benefits
Reduced service costs leveraging
FAQs and new channels
TCS' Omni-Channel Retail Customer Experience Solutions help address these challenges
Read More
OMNI-CHANNEL SERVICE SOLUTION
RETAIL

5. Read More
SERVICE RECOVERY SOLUTION
AIRLINES
Within the airline industry, ensuring brand loyalty demands
superior response to customer service requests
Inability to log,
track and resolve
informal
complaints
Extended complaint
acknowledgement
and resolution time
Reduced
productivity due
to dependency
on desktop
applications

6. Enhanced customer service experience
Improved employee productivity with
unified interface
Integrates multi-channel solutions for
pro-active and reactive service
compensation and resolution
Extends service recovery capabilities
on to social media
Leverages Oracle Service Cloud suite’s
agility, mobility and robustness
Solution
Features Benefits
TCS’ Airline Customer Experience Solutions on Oracle help recover goodwill through proactive
compensation such as air miles, coupons—and subsequent resolution of the issue
Improved retention rates due to reduced
customer dissatisfaction
Read More
SERVICE RECOVERY SOLUTION
AIRLINES

7. Revenue leakages
due to fraudulent
warranty claims
Bad warranty
experiences—
reduced repeat
purchase
Weak fault
attribution
—lower
recoveries
from suppliers
Difficulty in tying
claims to supplier
recovery
Need for a
robust parts
returns
management
process
WARRANTY SERVICE MANAGEMENT SOLUTION
MANUFACTURING
Manufacturers recognize that effective warranty management is key to ensuring
supplier and customer satisfaction
Read More

8. Improved revenues from extended warranty
contracts, service plans, accurate pricing
Reduced cost of quality – early detection and
correction, improved design, supply and
manufacturing
Rules for automated settlement
and chargeback
Predictive model using failure
distribution
Warranty sales and claims management
Solution
Features Benefits
TCS’ Warranty Management Solutions—built on the Oracle platform and TCS’proprietary
Warranty Process Reference Model (WOPR™)—help manufacturers build stronger and
profitable relationships with customers, suppliers and channel partners
Data analytics and forecasting
Reduced administrative costs – reduction in
fraud, overpayment.
Increased recovery of warranty costs from
suppliers, accurate calculation of warranty
reserves
Early warning system
Read More
WARRANTY SERVICE MANAGEMENT SOLUTION
MANUFACTURING

9. SERVICE MANAGEMENT SOLUTION
TELECOM
Implementation
of large-scale and
multi-regional
transformation
programs
Complex pricing
and contract
attributes
Diverse array
of channels
Prolonged data
migration
To deliver superior customer experience, telecom companies must effectively
handle high volume service requests
Read More

10. Improved productivity through automated
service processes
Improved service effectiveness with
self-learning knowledge managementSocial media-based customer service
Mobile-ready self-service capabilities
for quick, interactive experience
(knowledge repository, forms, live
chat, community)
Multi-channel service engagement
solution for seamless, reliable
customer service
Solution
Features Benefits
TCS’ Telecom CRM-in-a-Box Solution helps address service-related challenges with a
mobile-ready, multi-channel engagement approach
Read More
SERVICE MANAGEMENT SOLUTION
TELECOM

11. CITIZEN SERVICE SOLUTION
PUBLIC SECTOR
Operational
in-efficiency
Lack of
self-service portals
Inefficient
reporting and
monitoring of
social interactions
Inability to deliver
accurate and
contextual
information
needed for
business decisions
Prolonged decision
making and
service delivery
Public sector agencies face systemic constraints in meeting citizens’
service-related expectations
Read More

12. Maximization of citizen engagement with
improved service quality
Improved service efficiency through
channel shift
Capability to self-register, submit requests,
view the status of open cases and search
knowledge base repository for information
Monitoring of social interactions to
enhance citizen experience
Policy-based citizen request management
using OPA
Solution
Features Benefits
TCS’ Citizen Service Solutions on Oracle help overcome these constraints by enabling
multi-channel engagement, web self-service capability, and transparent and fast request processing
Reduced cost to serve
Efficient management of policy complexity to
executable rules
Mobile and Life chat enablement for
citizens and service representatives
Back-office processing management for
contact center agents
Increased responsiveness with multi-channel
and agile service capability
Read More
CITIZEN SERVICE SOLUTION
PUBLIC SECTOR

13. STUDENT EXPERIENCE SOLUTION
HIGHER EDUCATION INSTITUTIONS
Higher education institutions need new ways and channels, to engage with
increasingly digitally savvy students
Read More
Students expect
value, customer
service and
interactions
Increased
competition for
globally mobile
students
Change in
communication
and technology
patterns
Emergence of Social
and Mobile as
primary drivers of
communication and
engagement

14. STUDENT EXPERIENCE SOLUTION
HIGHER EDUCATION INSTITUTIONS
Solution
Features Benefits
By leveraging multiple channels including social media, TCS’Student Experience Solutions
deliver improved engagement and deeper insights into student sentiments
Deeper, actionable insight into student
sentiments aiding recruitment, retention
and loyalty
Ability to target engagement in the medium
students want at anytime and anywhere
Provides secure social and academic
collaboration
Provides seamless personalized access to
information
Enables cross-channel, student-centric
processes
Enables integration of disparate sources of
information
Increased brand awareness across
social media platforms
Read More

15. TCS’ORACLE SERVICE CLOUD
CAPABILITY OVERVIEW
Experience
o 6+ years of experience
o Global implementation
experience
People
o 75+ in Oracle RightNow
o 20+ in Oracle Knowledge
o 30+ in Oracle Policy
Automation
o RightNowcertified
o OPA certified
o Sales/presales
specialization
Expertise
o Contact center
transformation
o Knowledge management
transformation
o Global customer service
standardization
Assets / IP
o CX Design Framework, CX
Journey Mapping Kit
o Customer Service
Questionnaire, Maturity
Assessment Kit, Process
maps and models
o Prebuilt tools, accelerators
Service Offerings
o Service experience strategy,
journey mapping and
roadmap
o Service transformation
o App implementation,
deployment, maintenance
Solution Offerings
o Omni-channel retail
experience
o Airlines customer
experience
o Warranty management
o Telecom CRM-in-a-box
o Citizenservices
o Student experience
o Remote diagnostics
o Account on-boarding
o Knowledge management
Capabilities
o Case management
o Multi-channel
self-service
o Agent assisted service
o Knowledge management
o Live chat & Co-browse
o Warranty management
o Field service
o Social customer service
o Multi-lingual interactions
o Community
management
o Wikis and Q&As
o Customer registration
o Live help: Click-to-call
o Surveys and Polls
o 360° view of customer
Looking to modernize CX system and processes?
Write to us at OracleCX.Cloud@tcs.com